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How To Review Clients Complaints

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2 replies to this topic

#1 AuroIN


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Posted 25 March 2014 - 04:39 AM

Hello everyone

What are the best possible approaches to handle clients complaints.?




Edited by chrishirst, 25 March 2014 - 05:41 AM.

#2 chrishirst


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Posted 25 March 2014 - 05:42 AM

Not giving them cause to complain in the first place, is the best solution.

#3 Mikl


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Posted 25 March 2014 - 07:54 AM

The main thing is to take a positive attitude towards complaints. Treat them as an asset, not a liability. Keep in mind that if you never received complaints, you would have no way of knowing what was wrong with your product or service, and therefore no way of fixing it.


In particular:


1. Make it easy for customers to complain. Don't put unnecessary obstacles in their way.


2. Acknowledge the complaint straight away, and tell the customer what immediate action you intend to take. Note that this doesn't necessarily mean that you will promise to resolve the complaint straight away. The "immediate action" might be that you will pass the complaint to a specialist support person for investigation.


3. Be courteous in your dealings with the customer. Acknowledge that they have a problem (which isn't the same as admitting you are in the wrong). Show some understanding for their difficulty.


4. Keep the customer fully informed at all stages in the process.


5. Above all, learn from the complaint. Use the experience to improve your products, systems or procedures, so that other customers don't have the same problem.


Keep in mind at all times that a dissatisfied customer who complains is worth more than a dissatisfied customer who never complains but simply takes their business elsewhere.



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